How should employees respond to customers regarding out-of-stock items?

Employees should inform customers about out-of-stock items and offer alternatives as this approach effectively addresses the customer's immediate needs while maintaining a positive shopping experience. By communicating openly about the unavailability of the requested item, employees demonstrate transparency and build trust. Moreover, suggesting alternatives shows that the employee is proactive in helping the customer find suitable substitutes, which can lead to a satisfactory solution, thereby enhancing customer satisfaction and potentially leading to a sale even in the absence of the specific item.

This method also helps to create a connection with the customer, as they feel valued and understood, which is especially important in retail environments like Walmart. Providing alternatives allows customers to feel empowered in their decision-making process and can contribute to fostering loyalty as they know they can rely on employees for assistance and recommendations.